Decays Turner
Hampton,Virginia
Summary
Experienced, dependable and well-qualified support professional with positive, friendly demeanor, and diverse background in a variety of industries. Exceptional customer service skills with over 15 years of excellence corporate related experience. The ability to communicate well with internal and external customers. Self motivated with the ability to work with minimal to no supervisions and the ability to execute projects timely and proficient. Seeking opportunity within a dynamic organization that welcomes focus, initiative, dedication, and outstanding experience.
Overview
15
15
years of professional experience
Work History
Client Account Operations Support Specialists 4
Citi
10.2019 - Current
- Provided operational and administrative support to various functional groups with assistance of requests and services offered by businesses
- Completed maintenance requests and assignments outlined via risk priority and documented services level guidelines.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Monitored system performance to identify potential issues.
- Performed organizational account maintenance in bulk which includes keying of accounts, work daily standard reports. responded to client and special reports.
- Performed team assistance such as served as a subject matter expert, trained pers, and provided daily guidance and allocation of work within the team.
- Assisted in the timely execution and handling of maintenance requests ensuring client satisfaction.
- Communicated pertinent information to Management and assisted in activities that help mitigate organizational impact.
Senior Collections Specialist
Citi
04.2009 - 11.2019
- Collaborated with customers to resolve past due accounts
- Used skip tracing and other techniques to locate debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies. Selected by management to do Peer escalation calls as well.
- Achieved performance goals on consistent basis.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
- Counseled debtors on payment options and arranged installment agreements.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Created reports to help keep accurate records and account reporting collection activity.
- Appointed to test dialer system products and provide feedback to product development teams
Customer Service Representative
Citi
10.2008 - 04.2009
- Answered customer telephone calls promptly to avoid on-hold wait times..
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
Education
High School Diploma -
Halifax County Senior High School
South Boston, VA06.1992
No Degree - Interdisciplinary Studies
Norfolk State University
Norfolk, VASkills
- Written and Oral Communication Skills
- Problem Resolution Skills
- Organizational Skills Multi-Tasking Skills
- Mentoring and Coaching Skills
- Meeting and Exceeding Organization Assignments
References
Available Upon Request
Timeline
Client Account Operations Support Specialists 4
Citi
10.2019 - Current
Senior Collections Specialist
Citi
04.2009 - 11.2019
Customer Service Representative
Citi
10.2008 - 04.2009
High School Diploma -
Halifax County Senior High School
No Degree - Interdisciplinary Studies
Norfolk State University